Role OverviewAs an Account Manager at
Latent Health, you will own the post-implementation success of our health system customers, operating with deep customer obsession and a strong sense of ownership. You'll be accountable for driving adoption, delivering measurable clinical and operational outcomes, and clearly demonstrating ROI by tying product usage to real-world impact.
Healthcare is fundamentally relationship-driven. Success in this role requires building trusted, long-term partnerships across complex, matrixed health systems-resulting in satisfied, referenceable customers who advocate for Latent's impact. You'll thrive in ambiguity, operate independently, and be energized by transforming healthcare through customer advocacy.
This is a hybrid role based in
New York City or San Francisco, with an expectation to be in the office
three days per week.
Key Responsibilities- Build and maintain strong executive and operational relationships that drive trust, retention, and long-term customer advocacy across health system accounts
- Own the post-go-live customer relationship, partnering across clinical, pharmacy, operational, IT, and executive stakeholders while navigating complex governance structures
- Drive adoption across departments and use cases by defining, tracking, and communicating outcomes tied to quality, efficiency, patient experience, and ROI
- Proactively identify and mitigate risks related to change management, resourcing, and workflow alignment
- Own renewals by ensuring customer value is clear, measurable, and aligned with executive priorities
- Identify and advance upsell and cross-sell opportunities by aligning additional capabilities to customer needs and demonstrated outcomes
- Partner cross-functionally with Product, Design, Engineering, and Sales to deliver enterprise-grade solutions and resolve complex customer issues
- Translate customer feedback, usage patterns, and insights into actionable input that informs product priorities and roadmap decisions
- Build and execute structured account plans, MBRs, and QBRs that highlight results, surface risks, and align on future growth, ensuring consistent communication and follow-through
QualificationsRequired- 5+ years of experience in Account Management, Customer Success, or a similar post-sale role
- Experience supporting health systems, hospitals, or enterprise healthcare customers
- Proven success driving renewals and expansion in complex, regulated environments
- Strong executive presence with excellent cross-functional communication skills
Preferred- Experience with healthcare IT, AI/ML platforms, or clinical workflow tools
- Familiarity with hospital operations, pharmacy, clinical informatics, or quality programs
- Experience working with multiple stakeholder personas and long sales or adoption cycles
What We Value- Comfort pushing the pace - Latent moves quickly, and adaptability is essential
- A collaborative mindset paired with clear, thoughtful communication
- A proactive, ownership-driven approach to problem-solving in a high-growth environment
- A strong work ethic with a commitment to quality, rigor, and attention to detail
CompensationThis role offers a base salary of $150K-$160K, plus uncapped variable compensation (20-33% of base), bringing total on-target earnings into a competitive range. The package also includes meaningful equity and full benefits. Compensation is flexible based on experience, and we encourage candidates outside this range to apply.
